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Call Toll Free (877) 669-4669 to speak with a NFI Certified Installer

Return Policy

We want you to be happy with your purchase but we know there are a variety of reasons a product needs to be returned. We will make every effort to make you happy and process your return. If you need to process a return please call our customer service department at 877-669-4669.

  • All defective returns are handled on a repair/replacement basis only.
  • Returns must be requested withing 30 days of delivery.
  • All non-defective returns subject to a 20% restocking fee.
  • All returns must have Return Merchandise Authorization number. Please contact our customer service department for more information.
  • All items must be returned in new, unused and resellable condition inside its original packaging. 
  • If an item has been used or installed it can not be returned.
  • We are not responsible for typographical errors.

Shipping Charges:

  • Customer is responsible for all return shipment costs.
  • Any "Free Freight" item returned will have the outbound freight charge deducted from the total return.
  • If you paid for additional shipping charges on your order, these will charges not be refunded.

All returns must be in original factory condition. Return shipments must be prepaid by customer returning merchandise. We don't accept COD shipments. Return Merchandise Authorization (RMA) number must be obtained through a Customer Service Representative by E-mail at returns@fireplacesnow.com. Returned packages will not be accepted without the RMA number on the outside of the package. Due to the nature of our products, we are not able to return inventory to our vendors, therefore, we must charge a 20% re-stocking fee on all non-defective returns. Customer CAN NOT return burnt, used, or special order items. Please note that we cannot refund shipping costs. New merchandise may be returned or exchanged within 30 days of purchase. We will notify you via e-mail of your refund once we have received and processed the returned item. We will not issue credits until the merchandise has been received and inspected. All products must be returned in the original carton.